IT Service Desk Analyst

About UFCU

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions

Incident Management and Service Request Fulfillment:

• Log and resolve all incidents and service requests quickly and efficiently while meeting SLA targets.
• Effectively prioritize tickets and work to minimize impact to business or members.
• Properly notify IT Management of all high-severity or escalated incidents/requests in a timely manner.
• Acts as a point of escalation for junior team members.
• Document processes, keep the knowledgebase updated and create self-serve documentation for users.
• Educate UFCU team members to help them learn new technology and work more efficiently.

Customer Satisfaction & Communication

• Serve as the single point of contact for the customer to report incidents, request service and ask questions.
• Be an advocate for the customer and be resourceful in servicing their needs and resolving their problems in a one-and-done fashion.
• Proactively solicit customer feedback to improve service.
• Communicate planned and unplanned events and maintenance.
• Maintain confidentiality over sensitive information.
• Proactively updates customers on status of their requests

End User Computing

• Build, deploy and support computers as needed to support hardware refresh cycles, new employee onboarding and general issue resolution.
• Responsible for maintaining the CMDB for all end user devices
• Ensure computers receive regular security updates and assist in testing and deployment
• Participate as a Subject Matter Expert in end-user computing for various projects and initiatives across UFCU.

Teamwork & Self-Development:

• Develop cross-team relationships with the IT department
• Engage other teams as necessary to assist in resolving customer issues or requests.
• Serve as a trusted advisor and expert resource in Service Desk operations for members of the IT Service Desk and the IT Department.
• Continually find opportunities for ongoing professional growth and learning.
• Effectively manage time and resources.

Other:

• Performs other duties as assigned.
• Adhere to all company policies, procedures and business ethics codes.
• Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to your role.

Knowledge/Skills/Abilities

• MCSA, A+ or related technology certifications desirable.
• Experience operating in and troubleshooting enterprise environments (WAN/LAN, Active Directory, DNS, DHCP, Print Services, etc)
• Experience supporting Office 365 applications
• Experience supporting Windows operating systems
• Familiar with ITIL methodology for incidents and service requests and using a ticketing system to manage these
• Impeccable customer service and time-management skills.
• Organized and detail oriented
• Strong communication skills (written, verbal, and listening) with the ability to communicate effectively with staff of varying technical expertise.

Competencies

• Demonstrating Member Obsession

• Puts themselves in the Member’s shoes
• Looks for friction points
• Makes it personalized and easy

• Demonstrating Performance Excellence

• Sets standards for elevating excellence
• Ensures elevated quality
• Takes responsibility
• Conducts continuous improvement

• Demonstrating Innovation

• Challenges current thinking

Approaches change with a positive mindset

Experience

Minimum Requirements

• High School Diploma or equivalent required.
• Minimum of three (3) or more years of relevant experience is required.
• Must be bondable

Preferred Requirements

• Audio-Visual (Conference Room) support experience

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
• The employee is frequently required to stand and walk.
• Employee will make extensive use of the telephone requiring the ability to effectively and accurately explain complex information.
• The employee must regularly lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· This position may involve periodic stressful conditions.

· This position has direct exposure to possible robbery.

· May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.

· May occasionally move from one work location/branch to another.

· Public contact position, requiring appropriate professional appearance.

· Frequent computer use at a workstation up to two hours at a time.

· The noise level in the work environment is usually moderate.